目的 探讨在当前医疗环境下如何通过科学高效的医疗投诉处理机制提高医疗服务质量、构建和谐医患关系.方法 通过提高投诉管理工作人员素质,科学高效的投诉处理机制与方法,及时有效坦诚的医患沟通机制来提高投诉处理有效性. 结果 通过以上措施投诉处理满意度明显提高,门诊投诉比率及住院患者投诉比率较前明显下降,医疗质量及安全有明显提升. 结论 科学高效的医疗投诉处理机制可有效提高医疗服务质量,缓解医患间矛盾积压,能有效避免伤医事件的发生.%Objective To improve medical service quality via adequate hospital complaint management under current medi-cal environment, and construct healthy patient-doctor relationship. Methods Better the quality of the hospital administration stuff, construct efficient and scientific complaint management system, and build honest patient-doctor communication. Re-sults Increase of the out-and-inpatient number and decrease of the complaints regarding the medical issues. The ratio of complaint at the clinic remains at 0.13% while it is 1.0% amongst the inpatients, which is only half comparing against the previous year. Conclusion Adequate hospital complaint management can greatly improve the medical service quality, smoothen the patient-doctor conflict and reduce the possibility of doctor getting hurt by dissatisfied patient.
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